Client Experience Manager, AVECCC

Ethos Veterinary Health•Gilbert, AZ

4d•Onsite

About The Position

AVECCC is a 24‐hour veterinary emergency and critical care hospital in Gilbert, AZ. We have the most skilled doctors in the state and provide significantly complex treatments in the western US. Our Veterinary Technicians and Technician Assistants have amazing opportunities to learn and participate in procedures such as dialysis and total plasma replacements. Our clinical team works closely with neurologists, internists, dermatologists, oncologists and a surgical team to provide the highest quality care to our patients. AVECCC is an organization that prides itself on its core values to drive a dynamic culture. We offer a unique training program that offers many opportunities to learn and grow from Technician Assistant to our Senior Veterinary Technicians, shift leads, supervisors, and managers. AVECCC has a commitment to health and wellness, not only for our patients, but also for our staff. To help manage burnout and compassion fatigue, employees have access to an onsite social worker dedicated to their personal wellness. We offer a sign on bonus for experienced emergency technicians, competitive pay, quarterly bonuses, CE allowance, full benefit packages, 401K with a company match, overnight pay differential, and Paid Time Off. Job Purpose: The front desk is the first point of contact for our clients and the channel between clients and staff. The Client Experience Supervisor will provide and ensure that all members of the front office team also provide compassionate assistance to clients and staff both in person and over the phone. Schedule: Monday-Friday 8am-5pm (Must be flexible for overnight and weekend team coverage)

Requirements

Knowledge of common computer programs, such as Gmail, Microsoft Office, etc.
Veterinary or related industry experience- 1 year minimum.

Nice To Haves

Excellent written and verbal skills.
Previous Office Management experience
Specific accounting experience
Individuals should be professional and approachable, but also discreet, fair, tactful and firm.
Strong detail orientation and time management skills.
Self-directed with ability to effectively multitask and adapt to changing priorities.
Strong problem solving and follow up skills.
Strong organizational skills

Responsibilities

Oversee all Client Experience Roles: Doctor’s Assistants, Client Liaisons, and Client Administrators to maintain policies and procedures are being followed in each department.
Assist with Client complaints as requested.
Assisting with financial reconciliations, end of day reports, and bank deposits.
Processes all accounts payable and receivable to ensure all hospital payments and deposits are made promptly.
Accounts receivable will include collection matters for outstanding accounts
Conducting interviews and hiring additional staff members
In partnership with Human Resources: Reviewing applications, participating in interviews for Client Administrators, Doctors Assistants and Client Liaisons.
Creates and monitors schedules to ensure consistent and adequate coverage for the Client Liaisons, Client Administrators and Doctor’s Assistants.
Fills in critical shifts as needed to provide support for the hospital.
Conduct all front office staff reviews and check-ins.
Available to staff for computer/ building emergencies and equipment failures.
Assist with EzyVet and SmartFlow reporting and template creation.
Be able to be the point of contact for training and troubleshooting these software platforms.
Participate and engage in weekly leadership meetings.
Work with the Inventory Manager to ensure all front office supplies are appropriately stocked.
Provide frequent quality assurance training for front office staff.
Additional tasks as requested by Hospital Leadership Team.